Support end users with first-level IT troubleshooting at Pioneers Medical Center, including hardware, software, and network support.

Provide first-level technical support to end users via phone, email, or in-person communication
Diagnose and resolve hardware, software, and network-related issues
Install, configure, and update software applications and operating systems
Assist with setting up and maintaining user accounts, permissions, and profiles
Troubleshoot and resolve issues involving printers, scanners, and other peripheral devices
Collaborate with other IT professionals to escalate and resolve complex technical problems
Maintain accurate records of all helpdesk tickets, interactions, and resolutions
Explain technical information in non-technical terms to end users
Provide training and guidance on software and hardware usage
Stay current on emerging technologies and industry best practices
Communicate clearly and professionally with PMC staff, including physicians, nurses, and other healthcare professionals
Perform other duties as assigned

Degree, certifications, or equivalent experience in the Computer Technology field
Overall knowledge of network protocols such as IPX/SPX and TCP/IP
Familiarity with firewalls, switches, routers, and other network hardware
Knowledge of Windows Server and other Windows operating systems
Kind and professional demeanor
Professional and well-groomed appearance at all times
Communicate positively and effectively, both written and verbally, with patients, family, and staff
Demonstrate effective organizational skills in an evolving environment
Work with honesty, compassion, and integrity at all times
Understand and adhere to the department and position scope of service
Understand and adhere to all PMC policies and procedures
Understand and adhere to PMC’s Code of Conduct
Adhere to strict confidentiality requirements and HIPAA regulations
Commitment to building and sustaining a diverse, inclusive, and equitable working environment
Ability to remain calm and efficient in emergency situations
Strong problem-solving skills
Strong emotional intelligence
Ability to communicate and exchange information so others can understand
Ability to recognize details such as color and depth within a few feet of the observer
Frequently operate computers, machinery, and other healthcare equipment
Constantly position self to complete essential functions
May be required to wear N95s or PAPRs throughout the shift

IT Helpdesk Technician

Job Description